Service Delivery Manager / Project Manager

About the role

Lead BlackStone's mobilisation and managed services delivery for the Entity, acting as the single accountable interface for service performance, governance and escalation. You will coordinate both onsite and offshore teams while supporting the Entity's internal Project Manager.

Key responsibilities

• Prepare and maintain mobilisation, transition and service management plans, tracking dependencies, risks and milestones.
• Lead multidisciplinary teams, coordinate priorities with the Entity's Project Manager and stakeholders.
• Manage service reviews, SLA/KPI reporting, risk and issue escalation, and continuous service improvement.
• Govern incidents, problems, changes and service requests through ITSM processes.
• Oversee candidate onboarding, knowledge transfer, access readiness and operational handover.
• Maintain accurate monthly service reporting, decision logs and executive updates.

Required profile

• Minimum 8 years of IT delivery experience, including at least 3 years leading managed services or service transition teams.
• Proven experience managing SLA‑based services, customer governance and operational reporting.
• Strong written and verbal English; Arabic strongly preferred.
• Previous experience delivering services to UAE government entities and knowledge of TDRA processes is a plus.

Required skills

• ITIL 4 Managing Professional or equivalent service management certification (preferred).
• PMP or PRINCE2 Practitioner certification (preferred).